Nalley Lexus Smyrna Service Department

Reviews

Reviews are sorted by relevance, with the most helpful and insightful feedback listed first for easy reference.

  Paul
2 months ago
What ever happened to the Toyota Way of management? I went in for the 5,000 mile free maintenance service. Waited 4 hours and asked the status of my car. The reply was the mechanic took the day off and the car is still sitting in the parking lot untouched.Waited another hour to get the car returned.Arrived 7:15 and left around 12:10.They probably didn t even do the service and returned it untouched as they were in a hurry to return the car.I hope upper management understands what is going and start micromanaging people.Very disappointing.

  Cheryl Phillips
6 months ago
Brian understands me well. He understands the necessary high expectations require in servicing my car. Brian knows how important it matters about how I feel about the service being delivered and communicated. He provides exceptional professional and knowledgeable communication in a graceful,kind and transparent way.

  A P
3 months ago
Excellent showroom and repair facilities. Staff are very helpful and attentive. Purchase of a new car takes time and tye process was handled professionally.

  Alicia Petty
8 months ago
We were in the area visiting from NC when my mom s brand new car got a flare tire. We got it to them and they were very accommodating. Waiting areas are super clean, free snacks are plentiful, and the customer service was top notch. Expected nothing less.

  Juanita Barnes
4 months ago
Great service. Offered a loaner due to the wait time for maintenance work/repairs. Service advisor kept me updated.

  Jenna K
8 months ago
I had an appointment for an oil change at 8:20am. I got there at 8:20am, got called back to go over the service at 8:40am ish. He then proceeded to tell me the wait is 2 1/2 hours I clarified that even if I had an appointment that 2 1/2 was still the wait. He proceeded to say yes, the appointment only assures that we get to it at some point today. I waited till 9:41am (an hour and 20 mins past my appointment time) and my car still was not even taken back yet. I had to ask for keys to leave without my service. I m sorry but if you re not going to even take my car back till way past my appointment time then why am I showing up at 8:20 as scheduled. That s not how appointments work. If you re not going to take my car back till later on then have me come at the time you re ready for me? We purchased our car at Nalley Lexus and this is how they value my time? I don t have an issue waiting an hour for the service to be completed but don t have me show up at my scheduled time just to have my car sit out in the lot. I ve never waited more than an hour for an oil change at any other dealership. They may need to change how they make appointments. Disappointed to say the least.

  Vernald Moore
a year ago
I have been going to this dealership for the last 7 years to get my car serviced. Usually I have no problems, but my more recent visits have been less then spectacular and questioning if i am valued as a customer. On my last visit (which was 2 weeks ago) with Henry Holman (whom I do not recommend), I went in for a tire fix and a faulty tps sensor as the warning light was on. It took 2 hours to take off the one tire and find out that the tire couldn't be fixed. And although 2 hours is much longer than expected for an appointment especially since the dealer wasn't as busy as I seen on previous occasion, this isn't my issue. I was told there were no tires in stock, there was an issue with my sensors, and my car was a safety hazard to drive until the issues were resolved. Henry confirmed that he would call me when the tire was in and also confirm my sensors are covered under warranty when the warranty office opened. He did not do this at all. He never confirmed with the warranty company, never ordered a tire, never answered any of my phone calls to check in nor did he return a single message or voicemail. I took my car to discount tire next door and they fixed me up in a couple of days (tire wasn't in stock there either). They also informed me that none of my sensors were bad and that the light was due to the bad tire. This is definitely not the experience expected from Lexus. Hopefully this is review is taken serious and better service is given to loyal customers.Service: Tires

  Angel
a year ago
Had a great experience at nalley service center. I give all credit to my service rep David banner. He came up with a plan so that I would be in and out as quickly as possible. He even had my lexus washed. I couldn't be more happy with my service here today. It was busy, but I was in ans out in no time due to his quick thinking and quality care. He checked in on me to ensure I was doing well throughout my short wait. I grabbed a coffee and as soon as I finished it, my car was ready. I would highly recommend asking for David banner when getting your car serviced. Thanks for the great experienceService: Tires

  Yancymilan Candle Company
a year ago
Service department is highway robbery. After diagnostic testing I was told I needed a $4300 hybrid battery. After making it seemed like that was the issue a week later only to find out I need an engine which they quoted was $8300. My car isn t even worth $10k. I found an engine online with less miles than quoted for $2500. After finding out it was an engine issue there was no need for a $4300 battery. Beware they obviously don t have the parts in their facility to perform a routine diagnostic tests. They would like the customer to pay for parts to perform such tests which is NOT communicated directly to the customer until after the fact. I spoke with the service manager. Very smug and unhelpful. Had I not been a black woman I honestly feel I would have left with a resolution. Please beware of these sneaky tactics. They over charge. They get over on customers. I didn t even get a courtesy call to say you may want to look for a new car . Which I gladly would have purchased off their lot. The only person that tried to help remedy this situation was a salesman of color. The other representative I dealt with went to lunch and never returned to try and help with this situation. BEWARE of getting your car serviced here.Service: Auto maintenance

  Elaine S.
a year ago
Great customer service, they kept me informed of what was going on during the wait. Relaxing waiting room for customers. However, they should work on their scheduling. I was there for 3 hours for simple services. I end up having to turn down the complementary car wash due to the time.Services: Auto glass repair, General repairs & maintenanceServices: Auto glass repair, General repairs & maintenance

  Felicia Williams
7 months ago
Above and beyond excellent service! Jennifer and Pam went the extra, extra mile to service my vehicle. They made a difficult time a bit easier.

  Jenna
a year ago
The facility is clean with a wide range of seatings, complementary snacks and drinks and the restroom is spectacular. I understand how busy it is on a Saturday for an oil change but I didn t mind the wait with the amenities they offered while I was waiting, Jimmy was very courteous and showed concerned, he apologized for the wait even made sure I was ok and gave me updates on my car when he walked by, that was great. Gave me information I needed to know. Over all smooth process.

  Corrina McKinney
a year ago
The first time I walked into this location, I absolutely loved it.The different waiting areas, the snack station, overall I thought it was one of the nicest waiting area for everyone waiting on their vehicle to be maintained.Unfortunately... Not so much this time.The waiting rooms needed cleaning, newspaper's scattered on the floor, seats tables.I also felt my concerns about my vehicle were overlooked and ignored.Simply, not a great experience.

  Gator
a year ago
I drive 45 minutes out the way to have my vehicle serviced here. Well organized and professional staff. I would definitely suggest service provider Dewayne. He treats your vehicle as if it was his own.

  Olivia Plaskett
4 months ago
Great service from beginning with making my appointment to arriving for my appointment, Henry was great!!! The new renovation process is looking great so far. The service is always great!!

  Alvin Evans
10 months ago
I always have a great experience when I take my car in for servicing. Juan Hernandez is my service consultant, and he does an excellent job overseeing that task.

  Grady Hurt
5 months ago
Had to wait 3 hours for them to tell me, I had a bad battery. Simple fix, 3 hours.

  Faith Holman
2 years ago
As a woman I was always anxious about being swindled into unnecessary repair work but I am truly at ease at Nalley Lexus. Henry, my service advisor, is the best there is! He does a fantastic job at explaining the work that is needed on my car and patiently listens to my needs and concerns. Henry and the mechanics are honest and thorough. I will never go anywhere else for my car service! Nalley Lexus does quality work that they stand by 100%. Thanks a million!Services: Tires, General repairs & maintenance, Body & Trim, Wheel alignment

  Cloud Strife
3 years ago
I've been bringing my Highlander to Nalley since I moved to the area a few years ago. Their service department has been excellent. After my first visit I always request Henry Holman, that's my guy. One of the best service advisors I've had the pleasure of doing business with.Services: General repairs & maintenance, Oil changeServices: General repairs & maintenance, Oil change

  Alexis Collins
2 years ago
I recently brought my Corolla to Nalley. Their service department has been great. My first visit was with Henry Holman- that's my go to guy from now on. He s honestly the best service advisors I've worked with!

  Branden Raby
a year ago
Do service advisors get any better than this Lexus Dealership!10/10 would recommend you bring whatever car you have here for service.

  Sharonda Crenshaw
3 years ago
Another great experience at Nalley Lexus Smyrna. Henry always treats me like VIP and takes great care of my car. I wouldn't trust my car maintenance or repairs with any other dealership.Service: A/C installation & repairService: A/C installation & repair

  Angela Johnson
9 months ago
The customer service is the Best. The Reps constantly keep you updated on your car.

  Kathleen Ahmed
2 years ago
The staff was very courteous and helpful. The cost for repairs was very high. They wanted$ 2100 for a specific repair I found the same repair $1500 cheaper somewhere else. They should really think about their repair cost and labor cost.

  David Gover
3 years ago
Had my Lexus in for it's 60k service. They found a issue with one of the tires and after me purchasing a new tire had me set up for a mount and balance the next week. Thinks Brian!

  Deanna Lassiter
3 years ago
The console of the used car I test drove was full of trash. The salesman was distracted and not very personable. Ultimately decided I didn t like the car, but I didn t really enjoy my experience there either.

  Al Smith, Jr.
a year ago
The dealership replaced the battery on my 2019 Lexus EX350 free of charge. The dealership picked up and delivered the vehicle free of charge.

  Jay EL
a year ago
Very good customer service, especially from Henry Holman (Service Consultant) who is my preferred contact for service/questions at Nalley Lexus.

  KMTERRY PM
a year ago
Took my car in on a Tuesday, wasn't ready until Friday..Service Manager said help was short, but still unacceptable for the prices they charge.

  Ron G
3 years ago
The service here is always outstanding and the staff is very friendly. One of their best sales people here is Steve Parker and their service agent Jennifer Rhodes is absolutely amazing